Lead Partner Customer Success Manager - Asia Pacific and Japan

Department: Customer Success Management

Req ID: R33155

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Lead Partner Customer Success Manager - Asia Pacific and Japan

  • North Sydney, New South Wales, Australia
  • Brisbane, Queensland, Australia
  • Melbourne, Victoria, Australia
  • Western Australia, Australia
  • Singapore
  • Singapore, Central Singapore
  • Full time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

Our outstanding opportunity is all about developing our partners Customer Success capabilities to scale the adoption of Citrix technologies and services in the Asia Pacific Region! We are seeking an experienced and passionate Customer Success Manager ready to embrace a new challenge and work with our diverse and dynamic team!

Position Summary

You will be leading and mentoring several Customer Success Managers (CSMs) and spanning multiple partner organizations across the Asia Pacific region.

Role Responsibilities

General

  • Be part of the dynamic and diverse Citrix Partner Customer Success Management team, working with peers globally to maximize efforts of our Partner Customer Success program.
  • Leading a team of high-performing Customer Success Managers (CSMs) across several partnering organizations.

Leveraging your business acumen

  • Building and strengthening relationships with our partners.
  • Seen as a trusted advisor with our key partners stakeholders and executive sponsors to manage the themes of customer experience, drive adoption and ensure their customers are leveraging Citrix solutions to achieve business value over the lifetime of their subscription(s).
  • Understanding of our key Citrix partner's business strategies, and have the ability to assist in integrating our proven Customer Success methodology into their current portfolio of Citrix Services.
  • You will apply a proven Customer Success methodology to lead Partners through all phases of the customer journey and are responsible for crafting the Success Plan for their customers.
  • Your Coaching will assist the team to improve their understanding pf customers' desired outcomes and guide them through our lifecycle framework to meet desired product outcomes and support future expansion of Citrix technologies in customer environments.
  • Collaborating with our partner team members to advising them in managing the day-to-day efficiencies and build strategies to improve productivity.
  • You will utilize your strong presentation and demonstration skills and effectively communicating with customers and partners, across all levels or the organisation including the executive leadership team members.
  • Willingness to travel when required to support customer meetings and events
  • Analyzing, assessing and improving sophisticated processes and systems in our partner's business to ensure the solution(s) delivered is meeting the needs of customer end users.

Showcasing your thought leadership

  • Performing ongoing analysis of customer lifecycle and taking the vital measures to increase partner engagement and consequent impact throughout.
  • You will facilitate relationships between business and technical teams, identifying business drivers, understanding user-centric design, navigating customer processes, and providing technical expertise related to Citrix products and the customer's technology environment.
  • Ensuring partners have best practice methodologies and tools to deliver and improve upon their key cross-organizational metrics.
  • Advising partners on business process improvements based on customer best practices, business knowledge, and visibility into current vs. future state product capabilities.
  • You will help coordinate Citrix resources to ensure the right focus and technical resources are applied to maximize customer success, including working closely with the Technical Account Manager, Sales, Engineering and Product Management.
  • Championing Instructor-Led Training delivery of relevant customer success and business-related training classes for new partners.
  • Onboarding, provide ongoing training, coaching, and mentoring for all partner customer success team members assigned within your region, including the development and tracking of key performance indicators.
  • Applying understanding of tools, documentation, and reporting requirements; and runs standard reports and reviews them regularly.

Basic Qualifications

  • Five years experience in Customer Success Management function in the Information technology industry.
  • Strong understanding of Cloud subscription models.
  • Proven experience renewing and expanding customers' subscription entitlements or Channel experience.
  • Be a coach and problem solver, with the ability to work cross-functionally to deliver results.
  • Display a sophisticated knowledge and skills within a specific technical or professional discipline with an understanding of the impact of work on other areas of the organization.
  • Applying practical knowledge in leading and managing the execution of processes, projects, and tactics within one job area.
  • Can work both independently and collaboratively.
  • Think creatively and thrive on challenges, and proactively solve problems to successfully deliver projects.
  • Willingness to travel when required to support customer meetings and events

Preferred Qualifications

  • Bachelors degree or relevant industry qualifications
  • Have lead a team, directly or virtually.
  • As a collaborative person with natural problem-solving abilities you have a demonstrated track record of leading other team members towards common goals.
  • You thrive in a data-driven, metrics-oriented environment while thinking critically and troubleshooting in a fast-paced environment.
  • Your strong business acumen and approach will help partner executives see the business value in driving customer end-user adoption, retention, and expansion with our joint customers.
  • Proven ability to manage a high volume of varied activities associated with competing priorities.
  • Demonstrate excellent verbal and written communication skills.
  • Strong presentation and demonstration skills, and you can work effectively with customers, partners, and all levels of executive leadership.

#li - ah2

Functional Area:

Customer Success Management


What you’re looking for:

Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits

We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.


Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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